Complaints, Appeals and Disputes

Nature of the Complaint

Complaints, appeals and disputes brought to the attention of the GAA BAP by retailers, consumers, facilities, or other parties will either be handled by GAA BAP or referred to the Certification Body, depending on the nature of the complaint:

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  1.  Complaints, appeals and disputes associated with the certification decision, audit, auditor or CB are referred to the applicable Certification Body.
     
     
  2. Complaints, appeals or disputes not associated with the certification or audit process will be handled by the appropriate GAA BAP staff member.

Depending on the nature of the issue, GAA BAP reserves the right at its sole discretion to investigate a complaint independently or in conjunction with the complainant or CB. This may include but is not limited to requesting further information, conducting unannounced audits, requesting investigation by a facility in question, and so on.

Timeliness and Submittal in Writing

1. The GAA BAP staff may contact the complainant for further information as needed. To ensure a proper investigation can be done by either the GAA BAP or the Certification Body, it is important that the complaint be filed in a timely fashion to best complete the internal or external review as thoroughly as possible.
2. In an effort to best handle any situation that arises, it is important that the complainant provide specific details in writing as to the nature of the complaint. This includes date, time, location, photos or any other details and documentary evidence to help assist in investigation of the complaint. Complaints and appeals cannot be properly investigated and resolved without sufficient detail in writing from the complainant. Where complaints or appeals have been submitted with sufficient information to determine that their validity or need for further investigation has been established, the matter is carried forward.

Certification Body Complaints, Appeals and Disputes Process

Complaints, appeals and disputes brought before the Certification Body by facilities, GAA BAP or other parties shall be addressed in accordance with the Certification Body procedures and this section. The Applicant has the right to appeal the certification decision of the Certification Body. The Certification Body shall have a documented appeals process in place and provide that policy to the facility upon request and/or in the event of a complaint. Appeals shall be made in writing within the time frames and format stipulated by the CB.

1. A full investigation shall be conducted and a written response provided by Certification Body personnel that are independent of the auditor and Certification decision maker(s). Appeals and complaints must be resolved within the time frame set by the CB. Actions taken and their effectiveness must be documented.
2. GAA BAP requires a full investigation of the report by the CB and, where applicable, the certified site and a response shall be submitted to GAA BAP for consideration upon completion of the investigation.
3. If the complaint has been resolved to the satisfaction of the complainant and the CB, no further action may be required.
4. If the issues raised in the complaints are not addressed to the satisfaction of GAA BAP, or the CB’s or CB auditor actions may bring the Certification Scheme into disrepute, the CB may be asked to investigate further, may be sanctioned, suspended, or may have its GAA BAP approval revoked.
5. The CB may not undertake any Audits while the Contract is suspended or following any termination.
6. Where a complaint is considered, at the discretion of GAA BAP to have been justified, the information relating to the complaint may be made available to the Certification Body’s Accreditation Body.
7. Where appropriate, GAA BAP may request the certification body to sanction, suspend or withdraw Facility Certification, or sanction, suspend or withdraw a GAA BAP approved auditor.